Canon – Minesing, ON – Bilingual (English-French) Technical Support Representative – 18 MTH Contract Call Center – 7 Hour days – No Weekends! As a member of the Canon team, you’ll help our customers with a number of consumer products including, but not limited to, fax machines, scanners, and printers. You will act as Canon a brand ambassador and the first point of contact for our clients. You’ll put your problem-solving skills to work to identify each consumer’s unique inquiry and direct them to a suitable solution, ensuring that every case is resolved in a satisfactory manner. ROTATING SHIFTS – Must be available: Monday – Friday, 9:00AM – 5:00PM Monday – Friday, 10:00AM – 6:00PM Key Responsibilities Provide consumer product and technical support via telephone and email Define, diagnose and troubleshoot consumer product problems Assist customers with clear communication and step-by-step solutions Follow appropriate escalation process of unresolved issues Offer upgrades and pre-sales assistance when applicable Update CRM database with detailed information regarding customer inquiries Achieve monthly KPIs and metrics, such as Call Handle Time and Abandon rates Adhere to established quality assurance guidelines for all customer inquiries To Succeed, You Will Have French and English proficiency High school diploma; Post-secondary education is preferred 1-year experience in a call center or customer service environment Analytical skills to assess multiple situations and perspectives, and arrive at an appropriate solution for the customer Strong computer and technical skills to troubleshoot driver installations and products Ability to organize time, set priorities and multi-task in order to meet KPIs Proven customer relations skills with professional and courteous telephone manner Exemplary written and oral communication skills WHAT’S IN IT FOR YOU BENEFITS Pay in lieu of benefits Discounts on Canon products, retailers, memberships and more! EMPLOYEE P… – Permanent – Full-time